> For the complete documentation index, see [llms.txt](https://docs.enate.net/enate-help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.enate.net/enate-help/work-manager/work-manager-2021.1/reports/operations-performance-overview/report-visual-and-measure-reference.md).

# Report Visual & Measure Reference

### Visual & Measure Reference

The full list of cards and visuals across all six tabs, with the underlying measure and source tables for each. Use this when you're building or personalising a visual and need to know which field feeds it.

<table><thead><tr><th width="157">Tab</th><th>Visual (Display Name)</th><th width="134">Type</th><th>Underlying Measure(s)</th><th>Source Table(s)</th></tr></thead><tbody><tr><td>Operations Summary</td><td>Work Items Started</td><td>KPI Card</td><td>Work Items Started</td><td>Work Items, Date</td></tr><tr><td>Operations Summary</td><td>Work Items Open</td><td>KPI Card</td><td>Work Items Started, Status &#x3C; 5</td><td>Work Items, Date</td></tr><tr><td>Operations Summary</td><td>Work Items Overdue</td><td>KPI Card</td><td>Work Items Started, _IsOverdue = 1</td><td>Work Items, Date</td></tr><tr><td>Operations Summary</td><td>SLA Compliance</td><td>KPI Card</td><td>SLA % On EndDate</td><td>Work Items, Date</td></tr><tr><td>Operations Summary</td><td>AHT in Hrs</td><td>KPI Card</td><td>Avg Handling Time in Hrs</td><td>Activity, Work Items, Users, Date</td></tr><tr><td>Operations Summary</td><td>Daily Active Users</td><td>KPI Card</td><td>Daily Active Users</td><td>Activity, Date</td></tr><tr><td>Operations Summary</td><td>Monthly Volume — Received vs Closed</td><td>Clustered Column</td><td>Work Items Started; Closed</td><td>Work Items, Date</td></tr><tr><td>Operations Summary</td><td>By Process (Top 10)</td><td>Donut</td><td>Work Items Started</td><td>Work Items, Process, Date</td></tr><tr><td>Operations Summary</td><td>Top 10 Agents — Throughput &#x26; AHT</td><td>Table</td><td>Closed; AHT; SLA %</td><td>Work Items, Activity, Users, Date</td></tr><tr><td>Volume &#x26; Workload</td><td>Work Items On Target</td><td>KPI Card</td><td>Started, _IsOverdue = 0, Status &#x3C; 5</td><td>Work Items, Date</td></tr><tr><td>Volume &#x26; Workload</td><td>Work Items Closed</td><td>KPI Card</td><td>Work Items Closed</td><td>Work Items, Date</td></tr><tr><td>Volume &#x26; Workload</td><td>Daily Volume Trend</td><td>Line</td><td>Work Items Started; Closed</td><td>Work Items, Date</td></tr><tr><td>Volume &#x26; Workload</td><td>Status Breakdown By Customer</td><td>100% Stacked Bar</td><td>Work Items Started by Status</td><td>Work Items, Date</td></tr><tr><td>Volume &#x26; Workload</td><td>Ageing Distribution</td><td>Clustered Column</td><td>Work Items Started by Ageing Category</td><td>Work Items, Date</td></tr><tr><td>Volume &#x26; Workload</td><td>Queue Wise Count</td><td>Bar</td><td>Work Items Started by Queue</td><td>Work Items, Queues, Date</td></tr><tr><td>Quality &#x26; Defects</td><td>Defects Count</td><td>KPI Card</td><td>Defects Count</td><td>Defects, Date</td></tr><tr><td>Quality &#x26; Defects</td><td>Work Items Reopened</td><td>KPI Card</td><td>Started, _IsReOpened = TRUE</td><td>Work Items, Process, Date</td></tr><tr><td>Quality &#x26; Defects</td><td>Work Items Reworked</td><td>KPI Card</td><td>Started, CountOfRework > 0</td><td>Work Items, Date</td></tr><tr><td>Quality &#x26; Defects</td><td>Peer Review Failure Count</td><td>KPI Card</td><td>Peer Review Failure Count</td><td>Work Items, Date</td></tr><tr><td>Quality &#x26; Defects</td><td>Defects Trend</td><td>Area</td><td>Defects Count over time</td><td>Defects, Date</td></tr><tr><td>Quality &#x26; Defects</td><td>Party At Fault</td><td>Clustered Bar</td><td>Defects Count by Party</td><td>Defects, Date</td></tr><tr><td>Quality &#x26; Defects</td><td>Defects By Queue</td><td>Bar</td><td>Defects Count by Queue / Is Resolved</td><td>Defects, Queues, Date</td></tr><tr><td>SLA &#x26; Cycle Time</td><td>SLA Compliance</td><td>KPI Card</td><td>SLA % On EndDate</td><td>Work Items, Date</td></tr><tr><td>SLA &#x26; Cycle Time</td><td>Avg TAT (Days)</td><td>KPI Card</td><td>Avg TAT (Days)</td><td>Work Items, Date</td></tr><tr><td>SLA &#x26; Cycle Time</td><td>SLA Compliance Trend</td><td>Line</td><td>SLA % On EndDate over time</td><td>Work Items, Date</td></tr><tr><td>SLA &#x26; Cycle Time</td><td>Ageing Distribution — Open</td><td>Clustered Bar</td><td>Started (open only) by Ageing</td><td>Work Items, Date</td></tr><tr><td>SLA &#x26; Cycle Time</td><td>Avg TAT (Days) By Queue</td><td>Table</td><td>Avg TAT (Days) by Queue</td><td>Work Items, Queues, Date</td></tr><tr><td>Agent Performance</td><td>Work Items Resolved Per User</td><td>KPI Card</td><td>Resolved Per User (Insights Users)</td><td>Work Items, Users, Date</td></tr><tr><td>Agent Performance</td><td>% Utilisation</td><td>KPI Card</td><td>% Utilisation</td><td>Insights, Date</td></tr><tr><td>Agent Performance</td><td>% Productivity</td><td>KPI Card</td><td>% Productivity</td><td>Insights, Date</td></tr><tr><td>Agent Performance</td><td>Agent Leaderboard</td><td>Table</td><td>Resolved; Util %; Prod %; SLA %; AHT</td><td>Work Items, Activity, Insights, Users, Date</td></tr><tr><td>Agent Performance</td><td>Time Allocation Breakdown</td><td>Stacked Column</td><td>8 duration categories (Hrs)</td><td>Insights, Date</td></tr><tr><td>Agent Performance</td><td>Responsible Agents</td><td>Bar</td><td>Work Items Started (Insights Users)</td><td>Work Items, Users, Date</td></tr><tr><td>Agent Performance</td><td>Active Users Trend</td><td>Area</td><td>Active Users (Insights Users)</td><td>Activity, Users, Date</td></tr><tr><td>Communications</td><td>Incoming / Outgoing / Thank You</td><td>KPI Card</td><td>Email Count by Date (by type)</td><td>Communications, Date</td></tr><tr><td>Communications</td><td>Unprocessed Emails</td><td>KPI Card</td><td>Email Count (Unprocessed)</td><td>Communications, Date</td></tr><tr><td>Communications</td><td>Volume Trend — Incoming vs Outgoing</td><td>Line</td><td>Email Count by type over time</td><td>Communications, Date</td></tr><tr><td>Communications</td><td>By Process</td><td>Bar</td><td>Email Count by Process / type</td><td>Communications, Process, Date</td></tr></tbody></table>


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